Call Center Consolidation Support - Department of Veterans Affairs - Request for Information (RFI)

UPDATE: The Department of Veterans Affairs (VA) greatly appreciates the responses received to this Request for Information (RFI). At this time VA continues to detail its current state, as well as establish its desired future state for contact centers. As such, there is no additional information or updates associated with this RFI at this time, and no planned or estimated solicitation release. However, VA encourages all interested parties to continue to monitor SAM.gov in the event that there are more specific RFIs released and/or other updates pertaining to any future acquisitions related to this RFI.

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The Department of Veterans Affairs (VA) is seeking industry feedback to inform planning, acquisition strategy, solution design for the consolidation and modernization of its enterprise call centers. This Request for Information (RFI) seeks responses from Vendors capable of supporting a large-scale (60M annual call volume), multi-phase transition toward a unified, Veteran-centric service model, including workforce transformation, operational optimization, technology integration, and industry best thinking on how to successfully accomplish the consolidation.

This RFI is issued for information and planning purposes only and does not constitute a solicitation nor does it restrict the Government as to the ultimate acquisition approach. In accordance with (IAW) Federal Acquisition Regulation (FAR) 15.201(e), responses to this notice are not offers and cannot be accepted by the Government to form a binding contract. The purpose of this RFI is to obtain market information on capable sources of supply, industry practices, and input specific to the information provided. The Government is not responsible for any cost incurred by industry in furnishing this information. All costs associated with responding to this RFI will be solely at the interested party’s expense. Not responding to this RFI does not preclude participation in any future Request for Proposals, if any is issued. Any information submitted by respondents to this RFI is strictly voluntary. All submissions become Government property and will not be returned. Any proprietary/sensitive information must be clearly marked by the vendor.